CASE STUDY - Day Lewis Pharmacy
DAY LEWIS PHARMACY
Founded in 1975, Day Lewis Pharmacy is a family run business that owns and manages over 300 pharmacies in the UK, making it one of the largest independent family owned pharmacy chains in the UK and Europe.
In addition to its retail pharmacy base, the Day Lewis Group also consists of a wholesale and central distribution division which uses the latest automation to enable secure and efficient distribution of thousands of pharmaceutical and related products to its own pharmacies as well as to its wholesale customers.
Day Lewis Pharmacy prides itself on being more than just a traditional pharmacy having cultivated a strong company purpose throughout its organisation and employees “To help people in the community stay healthy and feel better” a testament that is reflected through its success, its loyal and ever growing customer base, the achievement of numerous awards throughout the years and a mission statement that is lived and breathed by all colleagues of ’not just a pharmacy’
The Big Picture
- 300 Pharmacy’s UK Wide
- Wholesale & Distribution
- Strict 4 hour fix SLA
- Dedicated Server Desk
Day Lewis Pharmacy already has an extensive IT department with its own service desk and team of engineers however all on-site services in their retail outlets are is outsourced and at the time of approaching 81G, Day Lewis Pharmacy were looking to replace their existing IT field support partner.
The brief was twofold, the most critical element being to provide customer centric on-site IT support throughout the UK for all pharmacies to an agreed set of SLA’s, but also the project to deploy and upgrade ‘in pharmacy PC’s’ including the migration from Windows 7 to Windows 10.
Objectives Of The Brief
Dispensing prescriptions to patients in a timely fashion is the essence of Day Lewis’ pharmacy business. Minimal downtime and disruption in pharmacies and an understanding of the need for maintaining security protocols which protect the sensitive patient and medical data that goes with the Day Lewis territory is therefore a given as is the need to maintain an adherence to the strict ‘4 hour fix SLA’ when issues arise.
All of this applies to both regular on-site issue resolution and the Windows 10 Upgrade project which also required top-level, strategic time-line planning and unified co-ordination between all parties.
How The Brief Was Executed
The Service Desks of both 81G and Day Lewis Pharmacy are seamlessly integrated with a spotlight on transparent and ongoing communications ensuring the smooth resolution of day-to-day or emergency on-site diagnostics and service solutions.
Intrinsic to Day Lewis Pharmacy is its company ethos, so providing engineers that are not only solution lead with technical expertise, but who also understand and act in accordance with the spirit of ‘to help the health care of the pharmacy’s local community” is an important and integral part of 81G’s all-around IT assistance and services to support the branch locations.
The entire 81G team from administration, project management and engineering walk, talk and present as an extended arm of the Day Lewis IT team.
Secure IT Environment
With an established history and experience of the healthcare sector 81G are the perfect partner to compliment Day Lewis and its existing IT departments, allowing a broader scope and contribution of invaluable diagnostics and assessments.
81G’s flexible ‘on demand resourcing’ means Day Lewis Pharmacy can call on a pool of fully qualified engineers that are not only conversant with the healthcare industry but can mirror the same values as the company. A This service quality from 81G has been highly evident and appreciated by Day Lewis Pharmacy during the course of the current Covid-19 pandemic, a time when the urgency and efficiency called for has been intensified, yet executed beyond the call of duty.
The Client’s View
Having been the IT lead in various household name high street retailers over the past 25 years, early in my career I concluded that maintaining a vast retail estate spread across the UK using in-house resources isn’t viable. I’ve also learnt from experience that choosing the wrong provider to fulfil this task has nightmare consequences! So, when selecting 81G it was imperative we chose a partner not a supplier, a company that would be an extension of Day Lewis, living and breathing our values besides being technically brilliant.
From the first briefing it was evident 81G fitted the bill without need for change and in fact exceeded our expectations with respect to their flexibility and willingness to please at every level. This was demonstrated when our project plans changed multiple times due to a worldwide shortage of Intel processors delaying 4 deliveries of new windows 10 PC’s by some months and then the Covid-19 lockdown.
Regardless 81G revised the plans multiple times to accommodate all that was thrown at them whilst delivering an impeccable service on site which once again exceed what we had agreed. From technical ability, following process thru pleasant demeanor and smart presentation, it was all brilliant. The ultimate accolade I can give 81G is that not one of our pharmacies complained about any aspect of the site visits and numerous complemented us on the project execution. That says it all!
London Chamber Of Commerce
81G provides comprehensive and fully managed ICT services, working in partnership with its clients to help them understand and meet the needs of their businesses and stakeholders.